ComplaintsforPublix Employees Federal Credit Union

• Initial Complaint

  05/15/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Shame on the publix credit union. Ive had my account with you guys since I was born, almost 40 years. Ive had my **** credit card with you for almost 20 years. I hardly make fraud charges. There was no reason why this shouldve been denied. This stylist needs to have her license taken away. Not only did she dye my hair the wrong color, she gave me walking pneumonia and ruined a funeral. Then **** turns around and tells me its my fault and they arent going to refund my money? Absolutely not. You guys are just as bad as this trashy stylist. Shame on you guys for not protecting your members. Whats the point of fraud protection if you dont protect me? *** already made a complaint with the state against her license. *** spent so much most stripping my hair of wrong color. Shame on PEFCU for not protecting their members and deciding with some degenerate, thieving lying hack of a hair stylist. Shame on every employee at PEFCU too for not doing their jobs correctly and properly. Its a shame PEFCU supports liars. Ive had walking pneumonia for 2 months and she ruined my hair. Way to go for offering me any kind of protection when Ive already submitted enough evidence to prove my case, but lets just support a woman who chooses to infect the public with a communicable disease. She obviously learned nothing from COVID and PEFCU DOES NOT STAND BEHIND THEIR MEMBERS. PEFCU doesnt care if you get ripped off or taken advantage of. This bank is going downhill and is starting to look like **** OF AMERICA. Do better PEFCU. *************************** is rolling over in his grave right now.

  Business response

  06/03/2024

  To whom it may concern:
  
  We understand the members frustration with the service she received from her hairstylist and are sorry for her subsequent illness. As her credit union, we take her fraud claims very seriously and will always do what we can to protect her account from unauthorized transactions. Well also try to advocate for her when she is dissatisfied with a merchant whenever it is possible.   
  
  However, we typically base the outcome of fraud investigations on whether the transaction was an error or if the member authorized the charge. Per the industry-wide regulations that we must adhere to, it is not considered fraudulent if we find that a member initially gave the merchant authorization for a transaction.
  
  We are sorry that this member is not satisfied with the service she received from the merchant. We wish her well in pursuing a resolution with them that remedies everything shes been through and hope she is in better health soon.
  
  Thank you. 

• Initial Complaint

  03/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  THE ACCOUNT ON MY ********************** DOESNT BELONG TO ME I HAVE CONTACTED PUBLIX TO REMOVE THIS ACCOUNT AND FAIL TO DO SO SO IM FILING A COMPLAINT I HAVE MY OWN BUSINESS I AM SELF EMPLOYED AS IT IS REFLECTED ON MY CREDIT I NEVER WORK FOR PUBLIX!

  Business response

  04/03/2024

  To whom it may concern,

  We are very sorry to hear that the member is unhappy with what was reported on their credit report. As a credit union, we understand how ************** credit is to the member and how it affects their ability to be approved for loans.

  We have looked into this matter, and on March 28, 2024, we submitted an electronic request to the three major credit bureaus to have the reported account removed from the members credit profile. It takes several days for *********** to correct the issue; hopefully, the member will see the correction soon.

  We appreciate the member reaching out and look forward to working with them to resolve the issue.  

  Thank you for your patience. 

• Initial Complaint

  03/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had three fraudulent transactions that took place at ******************* and I am being told that because I misplaced the card the fraudulent charges are not able to be resolved by them. I did not authorize or process the charges. There were three separate transactions. One was for $1000, the other was $500 and then another of $100. All within a short time at a ******************* supermarket. I would like to have these fraudulent transactions investigated and my money refunded.

  Business response

  04/09/2024

  To whom it may concern,
  We understand the members frustration and would love to continue offering her guidance on this unfortunate situation. We take fraud very seriously and understand the financial toll it could take on its victims.We have assisted the member as best we could, based on the information we have,and we are still willing to do anything to help her within reason.

  The member has spoken to our fraud department about her claim and why it was denied. ****** senior leadership has also personally reviewed the members claim and agrees that the findings of our investigation dont support overturning the denial. Our Member Resolutions team has also reached out and offered alternatives for financial relief.

  We could not substantiate the members claim for several reasons, including the following:
           *Per Regulation E, the cardholder must report a lost card within two business days, but the member stated that the card's whereabouts had been unknown for over a year.
           *Our investigation revealed that one of the transactions was completed using the physical card and the PIN.
           * The members statement of where she was when the transactions were made is inconsistent with what turned up in our investigation.

  Wed love to continue assisting the member with this issue and encourage her to take advantage of the hardship opportunity our Member Resolutions team offered her. If the member needs to discuss specific reasons why the claim is being denied again, she can contact us directly, and well be happy to share new details weve found since our last interaction.

  Thank you for reaching out. 

• Initial Complaint

  02/29/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have a car loan through publix. I have recently been late due to financial hardship and ive been trying to get back on track and i have communicated this with publix credit union employees but they have voiced they do not care. ive been paying what i can and also set up a payment plan with one of the representatives but found out last week by a representative ****** that a payment plan does not matter and will still cause my car to be towed . I also found out last week that i was mailed a repo letter to my old address even though in december i completed a form and emailed it back for my address to be updated but the representative never updated my address. i forwarded the email to one of the representatives last week showing that i completed the form and she finally updated my address but i am still being charged a repo fees even though i did not receive the repo letter from a mistake they made and they are also charging me the repossession charges even though my car has not been repoed yet. i was informed by the repossession **** that i will have to bring the loan current as well as pay the repo charges. I also want to mention that when i found out about the payment plan not being viable and will still cause my car to be repoed , i requested for a forbearance and received a negative response from the rep ****** stating that i wouldnt get approved because they dont hand out them like water . i want to be able to bring my account up to date without the repo fees so i can refinance my car with someone else.

  Business response

  04/03/2024

  To whom it may concern,

  We are very sorry to hear that the member is unhappy with the circumstances that led to her vehicle being repossessed. As a credit union, we understand we value our members and do what we can to help them in times of need.

  One of our solutions is setting our members up on a payment plan to help them keep their accounts current. Unfortunately, if a member set up on a payment plan does not remit payment as promised, wed have to take additional steps.

  We see that the member understands the importance of providing us with the correct contact information when there is a change of address. Having the correct contact information on file makes it easier to work with the members and provide them with solutions. We agree that this address change was requested on February 21. That same day, we emailed her documents she needed to sign and return to submit a hardship request to help her further. Can the member confirm that we have the correct email address on file?
  

  The vehicle is still in the members possession, and as long as the member upholds the payment arrangement and brings the account back in good standing, it will not be repossessed. We encourage the member to reach out again so we can work with her on solutions.
  

  Thank you kindly for reaching out. 

• Initial Complaint

  12/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I noticed I had late payments from r PUBLIX EMPLOYEES FED C on my credit report. During these months I did not receive anything stating I was late. As you can see,majority of my payments have been on time so I am requesting the removal of these late payments from my account. I am trying to increase my score to purchase a home and would greatly appreciate if you guys can submit a request to the credit reporting agencies to remove the late payments.

  Business response

  01/02/2024

  To whom it may concern, 

  We are very sorry to hear that the member is unhappy with what was reported on his credit report. As a credit union, we understand how vital building credit is to members and how it affects their ability to be approved for loans. 
  That said, when we approve members for loans, we include in the contract that we must accurately report all payment history to the credit bureaus, including past due payments.  When a new payment cycle begins, our members receive a statement via mail to their mailing address on file or, if they enrolled in our e-Statement program, via online e-Statements. If a payment is more than 45 days past due, we personally reach out to the borrower via the telephone number on file. 

  If a consumer disputes whats on his credit report, the credit bureau will investigate and remove info if there is an error on the credit unions part. We encourage this member to do so as well, if he hasnt already; and also ensure his contact info is current so that he receives communication from the credit union in a timely manner. 

  We appreciate the member reaching out and hope we can continue working together to build his credit.

  Thank you kindly for reaching out. 
  

  
  

• Initial Complaint

  05/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing because you are reporting the following accounts without my permission which violates 15 USC 1681b. Until you can produce a contract between you and I,************** bearing my signature, showing that I gave you permission to furnish any information on my behalf, I am demanding the following accounts be deleted from my consumer report. PUBLIX EFCU: Account number: ************* Continuing to furnish this information in the absence of any such documentation bearing my signature, you are subject to criminally liable pursuant 10 15 USC 1691k. Please note that you have 30 days to produce the requested contract and to complete this investigation, as per the Fair Credit Reporting Act section 611. If you are unable to produce the requested, you must delete the following account information from my credit report.

  Business response

  07/01/2022

  Business Response /* (1000, 14, 2022/06/08) */ From: Mindy M********************************** Date: Wed, Jun 8, 2022 at 9:31 AM Subject: To: ***************************************************** Good Morning All, We took longer than expected to investigate this complaint and it appears that the case was closed as of yesterday. Is it possible to append this response from our Director of Member Services to the case, please? *********************************************************** RE: CFPB Complaint Reference #************** Dear Ms. *******, We appreciate this concern being brought to our attention once again. As a premier financial institution that serves members of all economic backgrounds, we understand the importance of reporting accurate information to the credit bureaus. We hope the following information will shed some light on the events that led to this dispute. On March 29, 2017, the member's account checking account was overdrawn. The member was eligible for our "courtesy pay" program, so PEFCU allowed the transaction and paid the merchant on the member's behalf. As detailed on page 16 of the "Important Account Information for Our Members" brochure provided to the member at account opening, when the courtesy pay benefit is used, the overdrawn balance must then be paid in full by 5 p.m. EST on the 30th day from the date the account was first overdrawn. Our records show that the overdrawn amount wasn't paid by the due date, leaving a total of $438.96 (the principal balance owed of $413.96 plus a $25.00 fee for non-sufficient funds). The member made their first payment toward the overdrawn balance on 2/18/2020, well beyond the due date; by that time, the overdrawn balance had been charged off. The payment history of the charged-off balance is listed below: Date Dollar Amt Paid Balance 02/18/20 $25.00 $413.96 05/11/20 $100.00 $313.96 09/15/20 $313.96 $0.00 After the final payment, we updated the credit bureaus of the account's status as "Paid Charged Off." Since then, it appears that the member has initiated several written disputes regarding this charge-off being reported to the credit bureaus, and each time, we have provided the details mentioned in this response. We certainly hope that this time our explanation clears up any misunderstanding. We certainly wish the member success in the future with her credit history, as we realize how crucial it is to their long-term financial success. If there are any additional questions concerning this matter, the member can call our Member Resolutions Department at 863-683-6404, ext. 6621. Sincerely, Thomas H****** Director of Member Services ******************* ************************ Thank you, Mindy M******* Marketing Coordinator Publix Employees Federal Credit Union Office ************ Fax 863.797.1416 ************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩